Delivering bad or emotional news can be a hard job for anyone to have to do. Managers often find themselves “stuck” in this position and wonder, “what is the best way to give this news?” Ultimately, the ideal way to handle ourselves in any situation would be to use confrontation as a communication style. Confrontation is the “conflict process in which the parties call attention to problems or issues and express their feelings, beliefs, and wants to one another” (Cahn & Abigail, 2007, p. 96).
Being able to effectively confront someone is not something we are born with. It is something we have to practice at. Cahn and Abigail (2007) put together a list of six steps for successful conflict resolution (p.97). The first step is “preparation: identify your problems / needs / issues” (Cahn & Abigail, 2007, p. 97). This is the most important step where you will be asking yourself questions about the problem (what is my goal, what do I want, etc.). “Imagining yourself acting competently in the conflict situation is most likely to result in competent behavior” (Cahn & Abigail, 2007, p. 98). In this particular situation, the goal is delivering an ultimatum regarding the need for immediate improvement or dismissal.
The next step is actually telling the person it is time to talk; also pick a time and place appropriate for the topic and not to wait too long (Cahn & Abigail, 2007, p. 99). In our case study, since the employee has been known to create hostile environments, a “neutral” office or conference room, with HR present, would be the best option for a meeting. When it is time for your meeting, you can inform the employee of his / her customer service issues and substandard level of service. “This is the stage where assertiveness plays an important role because you call attention to a problem or issue and give voice to your wants, interests, or needs” (Cahn & Abigail, 2007, p. 99). During your meeting, make sure you think about the other person’s point of view. It is important to be assertive, but it is also important to respect the other person and take their thoughts and feelings into consideration. The employee may state that they need more training or given they employee’s past behaviors, he / she may get upset upon hearing the ultimatum. However, it is crucial to “hear” the employee out.
There are four skills for responding. You can rephrase. Another way of responding is simply to ask the other person what he or she means. Or you can provide a possible reason for the statement and see if it is correct. Finally, you can use an unfinished question and let the person fill in the rest. In responding, you need to try to keep your temper under control. Act; don’t react. You do not have to accept what the other person says if it is incorrect (Cahn & Abigail, 2007, p. 103).
Once you listen to the other person’s point of view, you can move on and resolve the problem. “An important step in resolving or managing conflict is coming to a mutual understanding and reaching an agreement” (Cahn & Abigail, 2007, p. 104). Sometimes, it may be a simple request and other times it may require a little more work but the important thing is that you try it and know that you can reevaluate it and rework it as needed.
The last step is to follow up on the solution. “The entire confrontation process does not stop with an understanding, agreement, or resolution; it ends only after successful performance over time, which is determined (and more likely guaranteed) by a review at a later date” (Cahn & Abigail, 2007, p. 104). You have to make sure that you were successful in your efforts, if not, rework the arrangement, and try again. In, this case you deliver the ultimatum, and if it was accepted, both you and the employee know that after X amount of time; his / her performance issues will be reevaluated. If no improvement has been made, termination of his / her position will occur.
References
Cahn, D. D., and Abigail, R. A. (2007). Managing conflict through communication. Pearson Education, Inc.
